Customer Success Manager

Want to be part of a hyper growth, fast paced, global business that is radically changing the decades old delivery universe as we know it?  If so, read on, as we’re looking for a ­­­­Customer Success Manager to join our Commercial team!

Our mission? To switch up the status quo and become the UK’s leading out-of-home business. With a fast-growing network of 5000+ smart lockers, 200+ leading retail partners like Vinted, ASOS, Zara and the launch of our InPost collection points, we’re bringing freedom to anyone with a parcel.

On our path to transforming e-commerce delivery in the UK, we’re building an unparalleled group of talent that’s hungry to help us disrupt the industry. Our team is packed full of top-notch experts in e-commerce, technology, scale-up growth, sustainability, logistics and supply-chain. We’re a passionate bunch and expectations are high, but we’re team players – collaborating, supporting, and leaving egos at the door.

About the role:
In this dynamic role, you will take the lead on driving growth across the existing client portfolio through establishing and nurturing relationships with our valued retail partners.

As a Customer Success Manager your goal is to ensure our retail clients have everything they need to reach their fullest potential and enable InPost services to their end users.

What you’ll be doing:
Responsible for the retention and growth of your client portfolio – working with our retail clients to develop and delivery growth through creative commercial proposals and problem solving

Creating and executing plans to sustain and grow the InPost share of checkout by providing first class service to consistently delight our clients and end users

Handling escalations, answering queries and solving problems

Proactively engaging your portfolio regularly to ensure InPost is positioned as a growth partner and is always at the forefront of our partners minds

Cross-functional and strategic project support, feeding your customer insights into the heart of our product roadmap to ensure we are constantly iterating out offering to provide a service suitable for all partners

Providing and sharing regular reports, insights and analysis back with your portfolio to optimise, improve and grow the account and InPost services

What we need from you:

We’re looking for people who are ready for a fast paced environment, get their kicks out of problem solving and can balance getting today's stuff done, whilst building for the future. We’re looking for people with drive and natural curiosity – who want to do things differently. And do them brilliantly.
Demonstrated success in commercial account management, in logistics / ecommerce delivery or related industries

Exceptional relationship building skills with the ability to establish rapport and credibility at all stakeholder levels

Ability to think strategically, analyse market dynamics and quickly identify growth opportunities in partnership with key clients

Excellent verbal and written communication skills, with the ability to articulate complex concepts and service propositions in a clear and compelling manner

Data and detail oriented – able to disseminate data and use insight and knowledge to surface new opportunities for optimisation or growth

Positive attitude, resilient and comfortable in a fast-paced environment with ability to manage short term tactical needs without losing sight of longer term goals and objectives

Passionate and self-motivated, a highly efficient operator with meticulous attention to detail

We’d be particularly excited to hear from you if:
You have prior experience working within eCommerce Delivery alongside or for retailers directly

Perks of the job!:

We love to reward our people for the great work they do:

🌞 Enhanced Annual Leave – 26 Days Plus the Option to Buy Additional Days per year
More time for you to relax, explore, and enjoy life.

🌟 Vitality Health Care
Stay healthy and happy with our top-notch health coverage.

🌍 Work from Anywhere – 4 Weeks per year
Embrace the freedom to work remotely abroad for up to 4 weeks per year, allowing you to explore new horizons while staying connected.

👶 Enhanced Parental Leave
We support you during those precious family moments.

🚊 Rail Discount
Commute with ease! Purchase an annual season ticket, expense it through our InPost expenses procedure, and enjoy a 10% contribution from InPost, making your commute more affordable.

🌳 Volunteering Day
Take a paid day to make a difference in your community

More Perks...

🏡 Hybrid Working (Role suitability dependent)
We innovate, collaborate and optimise by coming together 2-3 days per week in the office

💼 The Tech You Need
Work from home like a pro with the right tech set up

💰 Perks at Work
Save money on life’s big and small purchases with access to local and national discounts and online classes.

🐶 Bring Your Dog to Work Day (Every Friday)
Make every Friday pawsitively amazing!

The InPost process:

We pride ourselves on our candidate experience. We want to make this as straightforward as possible, for you and for us! We will try our best to get back to you within a few days to let you know if we’d like to take you to the first stage. This normally involves a 20 minute chat with our Talent Team. If we both feel the connection, you’ll then go through another one or two stages, depending on the level of the role.

At InPost, we love uniqueness. Our strength is our people.

We strive to create an open, equal, inclusive environment in which everyone has the opportunity to flourish and be themselves.